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NLP & Intelligent Handling

Advanced intent recognition and human-agent handoff protocols.

UC-BOT-060: Intent & Handoff

Purpose: Ensure users never hit a dead end, handling complex queries gracefully.

Property Value
Actor Customer / Support Agent
Trigger Free-text message
Priority P0

Detailed Capabilities

UC-BOT-061: Booking Intent Classification

Purpose: Recognize booking-related intents from natural language.

Property Value
Actor Customer
Trigger Free-text booking message
Priority P0

Examples: - "I need a cut" - "Can I come in tomorrow?" - "Are you open?"

Acceptance Criteria: - [ ] Classification accuracy > 90% for booking intents

UC-BOT-062: Support Intent Classification

Purpose: Recognize support and issue-related intents.

Property Value
Actor Customer
Trigger Support-related message
Priority P0

Examples: - "My payment failed" - "Where is my refund?" - "I'm running late"

Acceptance Criteria: - [ ] Classification accuracy > 90% for support intents

UC-BOT-063: Feedback Intent Classification

Purpose: Recognize feedback and review-related intents.

Property Value
Actor Customer
Trigger Feedback message
Priority P1

Examples: - "Service was great" - "AC was too cold" - "Loved my haircut!"

Acceptance Criteria: - [ ] Feedback captured and linked to booking

UC-BOT-064: Audio/Voice Processing

Purpose: Convert voice notes to text for intent processing.

Property Value
Actor Customer
Trigger Voice note attachment
Priority P0

Capabilities: - Transcription: Convert Voice Notes -> Text using OpenAI Whisper/Google STT. - Action: Process transcribed text as a normal message intent.

Acceptance Criteria: - [ ] Voice notes processing latency < 5 seconds - [ ] Transcription accuracy > 95% for English/Hindi

UC-BOT-065: Sentiment Analysis

Purpose: Detect customer emotional state for escalation.

Property Value
Actor System
Trigger Every customer message
Priority P1

Sentiment Thresholds:

Sentiment Score Classification Action
> 0.5 Positive Continue normally
-0.5 to 0.5 Neutral Continue normally
< -0.5 Negative/Angry Trigger handoff

Acceptance Criteria: - [ ] Sentiment computed in < 200ms - [ ] Negative sentiment triggers alert

UC-BOT-066: Human Handoff

Purpose: Seamlessly transfer to human agent when needed.

Property Value
Actor System / Support Agent
Trigger Sentiment < -0.5 OR Unrecognized Intent x 2
Priority P0

Protocol: 1. Bot pauses automated responses 2. Tags conversation "Urgent" in Support Dashboard 3. Agent takes over with full context 4. Agent sees complete bot conversation history

Acceptance Criteria: - [ ] Handoff alerts support agent within 30 seconds - [ ] Full conversation context visible to agent

UC-BOT-067: Language Detection

Purpose: Auto-detect and respond in user's language.

Property Value
Actor System
Trigger Every inbound message
Priority P1

Supported Languages: - English (en) - Hindi (hi)

Acceptance Criteria: - [ ] Language detected with 95% accuracy - [ ] Response in detected language

UC-BOT-068: Fallback Handling

Purpose: Gracefully handle unrecognized intents.

Property Value
Actor System
Trigger Intent confidence < 0.6
Priority P0

Fallback Flow: 1. First attempt: "I didn't quite catch that. Could you rephrase?" 2. Second attempt: Offer quick reply buttons for common intents 3. Third attempt: Trigger human handoff

Acceptance Criteria: - [ ] Max 2 fallback attempts before handoff - [ ] Fallback patterns logged for model improvement

Main Success Scenario

  1. User sends voice note: "Hey, I'm stuck in traffic, will be 10 mins late."
  2. Bot transcribes audio (UC-BOT-064).
  3. Bot detects intent: appointment.update_arrival (UC-BOT-062).
  4. Bot replies: "No problem! I've updated your arrival time. Drive safe!"

Use Case Summary

UC ID Use Case Priority
UC-BOT-060 Intent & Handoff (Parent) P0
UC-BOT-061 Booking Intent Classification P0
UC-BOT-062 Support Intent Classification P0
UC-BOT-063 Feedback Intent Classification P1
UC-BOT-064 Audio/Voice Processing P0
UC-BOT-065 Sentiment Analysis P1
UC-BOT-066 Human Handoff P0
UC-BOT-067 Language Detection P1
UC-BOT-068 Fallback Handling P0